How to create fans, not customers #LWconf

In a recent article in the Independent, titled "Reckless policymakers killed our pubs: what will their next reform ruin?" Anthony Hilton solidifies the link between legislation passed during the Thatcher administration and the destruction of the pub as a centre for community life in the UK. The main legislation being that which ended the system under which brewers were allowed to own large chains of pubs through which to sell their beer.

While we hope in today's world this would not still be the case, many other examples present themselves- especially in the banking world where the customer focus has been lost. However, this is not necessarily the case for all banks. MetroBank, for example, have rivalled against old concepts of business which focus solely on making a profit while disregarding the basic needs of customers.

MetroBank and mainly, Anthony Thomson, believe the purpose of a business is to make a product or provide a service that customers value, something they can benefit from. Main differences seen at MetroBank include opening 7 days a week, staying open until 8pm, and having no attempts by counter staff to sell other products to their customers.